Customer Experience Manager

Meridian is working with a Leading UK Pharmacy to appoint a Customer Experience Manager based in Harlow.
- Salary: up to £75k – dependant on experience
- Hybrid Role
- Monday to Friday 9am till 5.30pm
- Benefits: Bonus scheme, Pension , Excellent training & development programmes and store discounts across many retailers
As our Customer experience manager, you will take the lead in delivering the greatest customer/patient journey and really stamping your mark on the full end to end experience. Our company is proud of the unique services we offer to our customers, and we want our customers’ experience to be nothing less than exceptional.
Reviewing the current interactions and interfaces to enable you to make the best decision to implement improvements along enhancing the service. Our Customer experience manager will work alongside key stakeholders to gather feedback and land changes in our collaborative environment.
You will be heavy involved with risk management around systems whilst tracking performance against company KPI’s and sharing your results with the wider company.
Ideally you will be an experienced Customer experience manager with a proven track record in designing, implementing, and managing customer/patient interactions. An solid experience of Business Process Model and Notation (BPMN) coupled with a passion for delivering a best-in-class service.
Customer experience manager: Key accountabilities
- End-to-End Experience Management: Own and manage the complete customer and patient experience and interactions across operational functions to ensure the best experience is embedded and sustained.
- Documentation and Process Integration: Partner with operations to ensure all customer and patient interactions are documented within processes. Maintain current and future state process maps, guidelines, and standard operating procedures (SOPs).
- Continuous Experience Improvement: Identify, own, and manage improvements in customer and patient experiences. Ensure that interactions are efficient, effective, and compliant with regulatory requirements through proactive enhancements.
- Stakeholder Engagement: Own and manage stakeholder engagement to gather feedback, ensure alignment, and drive buy-in for customer and patient experience initiatives, including any relevant changes. Foster collaboration and ensure stakeholder satisfaction.
- Risk Management: Identify, assess, record, and manage risks associated with customer and patient interactions. Take appropriate actions to mitigate risks and address potential issues proactively.
- Performance Tracking and Reporting: Define, own, track, and report on key performance indicators (KPIs) related to customer and patient experiences. Provide regular updates and insights to stakeholders.
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